Mobile Device Protection Service

[Applicable: Customers with models released on or before Wednesday, August 31, 2022]

Image of Mobile Device Protection ServiceImage of Mobile Device Protection Service

This service covers any issue experienced with smartphones and tablets, including damage, water exposure, theft, and loss.
If an issue occurs, a replacement phone is offered as soon as possible. It also offers support for the fees charged when a defective device is repaired or data is recovered by DOCOMO.

Customers considering applying for compensation (replacement)

  • Apply online (10% discount on fee)
  • Check the user guide, phone replacement procedures, and how to apply

PDFHow to Apply for Compensation Online [PDF format:1,950KB] (in Japanese only)

  • If you are applying for compensation for a lost or stolen iPhone or iPad

PDFHow to Set Up "Find My iPhone/iPad" and "Mark As Lost" [PDF format:429KB] (in Japanese only)

Other application methods
Apply by Phone
Apply at docomo Shop

If you purchased a model released on or after Thursday, September 15, 2022, refer to Smart Anshin Hoshou.

Smart Anshin Hoshou

A different service is offered depending on the model for customers who applied for Mobile Device Protection Service on or before Friday, May 31, 2019.

If you subscribe to Mobile Device Protection Service without purchasing a model, such as when making a new line subscription with a model you already own or when switching from another carrier to DOCOMO with Mobile Number Portability (MNP), some service content will vary.

Information about Mobile Device Protection Service for models you already own

  • Application : Required

    Monthly charge : ¥363 (incl. tax) to ¥1,100 (incl. tax)*1
    No monthly charge for up to 31 days from date of the first application*2.

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  • Service Subscription Application Procedure

    Open

    To receive compensation for issues, you need to apply for the service on the day you purchase the device subject to protection.

    Application conditions

    • Applications must be submitted within 14 days of purchasing an applicable model*3 or subscribing to a line with a model you brought in.
    • Applicable models must not already be sustaining trouble at the time of application.
    1. Phones given or leased by a party other than DOCOMO (or a DOCOMO retailer), and phones that have been found are not applicable.

    Service counters for application procedure

    You can apply from docomo Online Shop, at a docomo Shop/d garden, or by phone.

    PC,
    smartphone,
    docomo Feature Phone
    (sp-mode)

    You can apply for the service at the docomo Online Shop when purchasing a device.

    Business hours :
    24 hours *4

    docomo Shop
    /d garden
    docomo Shop/d garden

    Business hours differ by shop. See the pages of individual shops for details.

    Business hours :
    Within the business hours of the corresponding shop

    Phone

    • To apply from a DOCOMO mobile phone, call 151 (toll free, in Japanese only) without an area code.
    • For inquiries in English, Portuguese, Chinese, and Spanish, and applications from landline phones, see General Inquiries (docomo Information Center).
    Business hours :
    9 a.m. to 8 p.m.
    • The phone lines can be extremely busy until 11 a.m. and after 6 p.m. The connection is relatively easier between 12 a.m. and 3 p.m.
    1. Unavailable from 10:30 p.m. every Tuesday to 7:00 a.m. the following morning due to system maintenance.
  • Monthly Charge

    Open

    The monthly charge is specified by DOCOMO depending on the model.
    The monthly charge for each model can be checked from Search for Monthly Charges for Compensation Service (in Japanese only).

    (incl. tax)

    For customers with smartphones or tablets subscriptions
    For customers with smartphones or tablets subscriptions
    Monthly charge ¥550
    ¥825
    ¥1,100
    • The monthly charge is ¥550 (incl. tax) for docomo Certified (DOCOMO certified second-hand product).

    (incl. tax)

    For customers with docomo Feature Phones subscriptions
    For customers with docomo Feature Phones subscriptions
    Monthly charge ¥363

    No monthly charge for up to 31 days

    No monthly charge for 31 days from date of the first application.

  • Phone Replacement in Case of Trouble

    Open

    <Tokyo/Okinawa area only>
    Smartphone Repair (On-Site Repair Car/Next-Day Return) is now available!

    If you are a Google Pixel or Galaxy smartphone user and are a Smart Anshin Hoshou or Mobile Device Protection Service subscriber, you are eligible for our convenient smartphone repair service!
    For details, please refer to Smartphone Repair (On-Site Repair Car/Next-Day Return) (in Japanese only).

    • In Okinawa area, Smartphone Repair (Next Day Return) service is available only for Galaxy smartphones.
    • For details on repairs at the Galaxy Quick Repair Site, please refer to Galaxy Repair Corner (in Japanese only).
    • For details on repairs at the iPhone and iPad Repair Corner, please refer to iPhone Repair Corner or iPad Repair Corner.

    This service covers you against various kinds of trouble including water exposure, damage, and loss. You can use the service up to twice a year.
    If trouble occurs, we will offer a replacement phone (refurbished product) to you within two days from when the application was made.
    Starting Tuesday, September 3, 2019, the device can also be replaced at shops.

    Subscriber's expenses when using phone replacement

    (incl. tax)

    For customers with smartphones or tablets subscriptions
    For customers with smartphones or tablets subscriptions
    The monthly charge of ¥550 ¥8,250
    The monthly charge of ¥825 ¥12,100
    The monthly charge of ¥1,100 ¥12,100
    • If a refurbished product (B product) is selected as a replacement phone or if the device eligible for compensation is docomo Certified (a DOCOMO certified second-hand product), the subscriber's expenses will be ¥4,400 (incl. tax).

    (incl. tax)

    For customers with docomo Feature Phones subscriptions
    For customers with docomo Feature Phones subscriptions
    The monthly charge of ¥363 ¥5,500

    NEWService benefits

    1. WEB Wari
      If you apply for delivery of a replacement phone via My docomo, you will get a 10% discount on the subscriber's expenses.
    2. Express Delivery
      A replacement phone will be delivered within four hours after the completion of the service application to Tokyo's 23 wards and Osaka-shi, Osaka. This option costs you an additional shipping fee of ¥3,300 (incl. tax).
    3. Shop Replacement
      If you find a shop that has your model in stock in Replacement Phone Available Shops, you can get a replacement phone on the day you visit the shop.

    For details on the Replacement Phone Delivery and Shop Replacement services, see Offering a Replacement Phone.

    Offering a Replacement Phone

    How to apply

    You can apply from My docomo, at a docomo Shop/d garden, or by phone.

    My docomo

    24/7 (open all year round)

    If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.If an issue occurs, 1. Apply for compensation via My docomo. 2. DOCOMO delivers a replacement phone (refurbished product) to you! 3. When the replacement phone arrives, send the old phone to DOCOMO.
    Customers considering applying for compensation (replacement)
    • Apply online (10% discount on fee)
    • Check the user guide, phone replacement procedures, and how to apply

    PDFHow to Apply for Compensation Online [PDF format:1,950KB] (in Japanese only)

    • If you are applying for compensation for a lost or stolen iPhone or iPad

    PDFHow to Set Up "Find My iPhone/iPad" and "Mark As Lost" [PDF format:429KB] (in Japanese only)

    Other application methods
    Apply by Phone
    Apply at docomo Shop

    docomo Shop/d garden

    The compensation procedure can be performed directly at a docomo Shop/d garden.

    If you find a shop that has your model in stock in Replacement Phone Available Shops, you can get a replacement phone on the day you visit the shop.
    For details on Shop Replacement, see Offering a Replacement Phone.

    Business hours and compensation application acceptance hours differ depending on the shop. Please see the page of the corresponding shop for details.

    Phone

    open all year round

    You can apply for compensation (delivery of a replacement phone) at the Mobile Device Protection Service Center.

    • You cannot apply for Shop Replacement by phone.
    • Depending on the type of subscription, you may be required to visit a docomo Shop for the procedure.

    Mobile Device Protection Service Center

  • Repair Fee Support in the Event of Trouble

    Open

    Support is offered for the repair fee when a model that has malfunctioned is repaired by DOCOMO.
    In addition to the manufacturer's warranty period of one year, DOCOMO offers a warranty from the second year until the end of repair acceptance of the model.

    • docomo Certified (DOCOMO certified second-hand product) products are not eligible for warranty coverage extension.
    • Repairs may not be possible depending on the model or part that has malfunctioned or because of insufficient repair parts or other factors.
    • Repairs only apply to the phone. The rear cover and other accessories must be repurchased.
    • Some models such as iPad and products for which the manufacturer is the distributer are not applicable to this service.

    [If your registered device is a model other than iPhone and iPad]
    Not applicable to phones that have been exposed to water, damaged beyond repair (deformation/damage of circuit board), modified (including software modifications), repaired at a location other than a repair counter designated by DOCOMO.

    [If your registered device is iPhone]
    Not applicable to phones that have been damaged beyond repair (deformation/damage of circuit board), modified (including software modifications), or repaired at a location other than a repair counter designated by DOCOMO.

    Subscriber's expenses after Repair Fee Support has been applied

    (incl. tax)

    Subscriber's expenses after Repair Fee Support has been applied
      Other than iPhone/iPad iPhone
    Malfunction covered by warranty Free (while repairs possible) For one year since the date of purchase Free
    From the second year Upper limit of ¥5,500 (while repairs possible)
    Malfunction not covered by warranty Upper limit of ¥3,300 (while repairs possible) Upper limit of ¥5,500 (while repairs possible)
  • Handset Data Recovery Charge Discount

    Open

    Get a discount on the Handset Data Recovery Service (in Japanese only) charge for recovering your phonebook and other data from a phone from which data can no longer be exported because of water exposure, damage, etc.

    Data recovery charge

    (incl. tax)

    Data recovery charge
    If subscribed to Mobile Device Protection Service ¥1,100
    If not subscribed Mobile Device Protection Service ¥8,800
  • Free Keitai-Osagashi Service (Mobile Phone Finder Service)

    Open

    The monthly charge for Keitai-Osagashi Service (in Japanese only), which allows you to find the approximate location of your phone when it is lost, will be free.

    • You need to subscribe to Keitai-Osagashi Service to use this feature.
    • This service will no longer be available once you cancel your DOCOMO line subscription.
  • Terms of Use

    Open

    To use Mobile Device Protection Service, please read carefully and agree to those terms of use.

  • Notes

    Open

    Notes on applying for the service

    • You can apply for the service at a store, such as a docomo Shop, only on the day you purchase an applicable device. On any day other than the date of purchase, you need to contact the docomo Information Center directly using the phone to which the compensation is applied within 14 days of purchasing the phone.
    • If you purchased your phone from DOCOMO, you can apply for this service even if you do not have a DOCOMO line subscription. To use this service, you will need the mobile phone number that was temporarily issued to you at the time of application, subscriber's name, and d ACCOUNT/Business d ACCOUNT.
    • From Thursday, December 1, 2022, we will not accept applications for compensation for loss or theft if the applicable phone is an iPhone or iPad and Find My iPhone or Find My iPad is not turned on. (For details, please refer to PDFSet Up "Find My iPhone/iPad" and "Mark As Lost." [PDF format:429KB] (in Japanese only))
    • Discount services will not be applied to the monthly charge and subscriber's expenses.

    Notes on replacement phone offering service

    • Depending on the model you use, the same model may not be able to be provided.
    • Customers with subscriptions for any model other than a 5G model may be encouraged to switch models and change their subscription (to Xi or 5G for FOMA models and to 5G for Xi models).
    • Please apply for compensation within 30 days of the trouble occurring. In case of theft or loss, please apply after suspending service and notifying the police. (DOCOMO may confirm information such as the notification receipt number issued by the police, person who accepted the notification, name of the police station where the notification was accepted, and the date and time.)
    • If the data in the old phone needs to be transferred, transfer the data yourself before sending the phone.
    • From Thursday, December 1, 2022, if your registered phone is an iPhone or iPad and you apply for compensation due to loss or theft, you need to activate Mark As Lost on iCloud. After applying for compensation, do not deactivate Mark As Lost without contacting DOCOMO (penalties will be incurred).
    • If you are not able to send your old phone to DOCOMO, you will be required to pay a penalty for breach of contract.
    • If a replacement phone is not delivered to you because you were not at home when it was delivered or the address was incorrect, the application for compensation will be automatically canceled. Automatic cancellation is applied under the following conditions:
      <Delivery to your specified address>
      • Not being at home: The delivered replacement phone is returned to DOCOMO because it is not collected from the delivery company in time.
      • Incorrect address: The delivery company discovers that the specified address is incorrect.
      <Delivery to docomo Shop>
      Seven days pass since the date of arrival that you were notified of at the time of application.
    • If you find a replacement phone to be defective, please contact the Mobile Device Protection Service Center within the following period. Before contacting, be sure to check "Frequently Asked Questions" in "Service Guidelines", which is supplied with the replacement phone.
    Notes on phone replacement
    Replacement phone device Contact period
    iPhone, iPad For one year since the date of purchase of your old device, or for six months since the compensation application reception date specified in "Replacement Phone Delivery Information", whichever is longer
    Devices other than iPhone, iPad Within 14 days including the compensation application reception date specified in "Replacement Phone Delivery Information" or "Compensation Application Confirmation"

    Other notes

    If there are any changes to the registration information you submitted to DOCOMO, such as the registered phone, contact a New windowdocomo Shop/d garden", New windowMy docomo (in Japanese only), or docomo Information Center. For information that needs to be reported, please check the FOMA service agreement or Xi service agreement.

    Service Agreement (in Japanese only)

    Notes concerning canceling Mobile Device Protection Service

    • You can continue your subscription to Mobile Device Protection Service when you cancel your DOCOMO line subscription and switch to another carrier with Mobile Number Portability (MNP). (A d ACCOUNT or Business d ACCOUNT is required.)
      • This applies to customers who canceled their DOCOMO line subscription and started the procedure to switch to another carrier using Mobile Number Portability (MNP) on or after September 28, 2021.
      • There are restrictions on some services.
      • The mobile phone number and subscriber name you used when you canceled the DOCOMO line subscription and switched to another carrier with Mobile Number Portability will be verified at the time of application for compensation. Please be sure to keep the information for when you use this service.
    • If you cancel your subscription to the Mobile Device Protection Service, you will not be able to reapply for the service until your next device purchase.
    • You will no longer be able to receive a replacement phone. You will need to purchase a new device in the event of a total loss.
    • You will no longer be able to receive Repair Fee Support (a service that limits your repair fees to a maximum of ¥3,300 [incl. tax]). Depending on the extent of the damage, repair fees may be costly.
    • If you are unable to retrieve data from your damaged phone, you will no longer be able to receive a discount for the Handset Data Recovery Service.
    • If DOCOMO collects a mobile phone eligible for compensation covered by Mobile Device Protection Service through a Trade-in Program, the subscription to the Mobile Device Protection Service will be terminated. (This clause of Article 36, Paragraph 1, Item 5 of the Terms of Use on Mobile Device Protection Service is effective from Thursday, June 1, 2023.)

    Service counter

    If you have any inquiries or questions about the service or want to report a change of the registered phone, contact the Mobile Device Protection Service Center.

Customers considering applying for compensation (replacement)
  • Apply online (10% discount on fee)
  • Check the user guide, phone replacement procedures, and how to apply

PDFHow to Apply for Compensation Online [PDF format:1,950KB] (in Japanese only)

  • If you are applying for compensation for a lost or stolen iPhone or iPad

PDFHow to Set Up "Find My iPhone/iPad" and "Mark As Lost" [PDF format:429KB] (in Japanese only)

Other application methods
Apply by Phone
Apply at docomo Shop


  1. The monthly charge is specified by DOCOMO depending on the model.
  2. Once per line, the monthly charge will be waived for the first 31 days. However, this does not apply to lines that have already received the free monthly charge benefit under Mobile Device Protection Service, Mobile Device Protection Service for iPhone & iPad, or Smart Anshin Hoshou. Unless you cancel the service during the free service period, you will be charged a monthly fee, starting on the month that includes the day after the free period ends.
  • Apple, the Apple Logo, AirPlay, AirPods, Apple Music, Apple Pay, Apple Pencil, Apple TV, Apple Watch, Ceramic Shield, Dynamic Island, Face ID, FaceTime, iBooks, iPad, iPhone, iTunes, Lightning, Magic Keyboard, MagSafe, ProMotion, Siri, Touch ID, TrueDepth, True Tone are trademarks of Apple Inc., registered in the U.S. and other countries. The iPhone trademark is used under license from AiPhone Co., Ltd. App Store, Apple Arcade, AppleCare+, Apple TV+, iCloud are service marks of Apple Inc., registered in the U.S. and other countries. TM and © 2024 Apple Inc. All rights reserved.
  • Galaxy is either a trademark or registered trademark of Samsung Electronics Co., Ltd.
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